About the Role
You will investigate and resolve sensitive customer cases that require advanced problem solving, sound judgment, and strong communication. You will collaborate with cross functional partners to ensure timely resolution of complex issues while protecting the customer experience and brand. You will handle escalations and formal complaints originating from leadership regulatory inquiries or other high risk channels and work with Compliance Legal and leadership to deliver thoughtful resolutions upholding trust accountability and service excellence.
Requirements
- FINRA Series 7 and 63 licenses required
- 2+ years of customer support or service experience in financial services
- FINRA Series 24 (or 9/10) and Series 66 are preferred and must be obtained within a certain amount of days of employment if not already held.
- Strong analytical and investigative skills with the ability to resolve complex issues independently
- Experience managing highly escalated or sensitive customer situations
- Strong ownership, judgment, and ability to adapt to changing priorities
- Exceptional written and verbal communication skills, with the ability to clearly explain complex issues, deliver thoughtful updates, and engage professionally with customers, executives, and cross-functional partners
Responsibilities
- Resolve customer escalations across support channels
- Investigate and resolve complex customer issues, including cases escalated by leadership, regulatory bodies, or high-profile customers
- Partner with Compliance, Legal, and senior leadership to provide case summaries, risk assessments, and resolution outcomes
- Conduct root cause analysis to identify drivers of poor customer experiences and recommend improvements
- De-escalate sensitive customer situations while maintaining a high standard of professionalism and empathy
- Manage and resolve high-visibility customer cases originating from social media and public platforms, ensuring timely responses, thoughtful engagement, and coordinated resolutions that protect the customer experience and the Robinhood brand
Benefits
- Challenging, high-impact work to grow your career
- Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching
- Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents
- Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more
- Employer-paid life & disability insurance, fertility benefits, and mental health benefits
- Time off to recharge including company holidays, paid time off, sick time, parental leave, and more
- Exceptional office experience with catered meals, events, and comfortable workspaces